How Important Is Data In Field Service Management?


Two warehouse workers using Custella for virtual, paperless inventory management

Why Data Matters


Data is a word that is constantly used in the current business world more than ever. The reason behind this is that most forms of operations are now automated. However, there are businesses that still stagger behind when it comes to optimizing their operations digitally. This, we believe, is normal due to the fact that there are so many options of digital tools to choose from. What is the best way to go about your business? If you do end up with a particular software, where do you even start with it? And what about the hours of investment in training that will be put into your employees to train them to use that software efficiently? All such questions that you may have are valid.


Warehouse manager wishing they had Custella for virtual inventory management

What Was The Problem?


To help you make an informed decision, our team has decided to visit a company that has been facing issues in some specific areas of their business operations. A company with a field service team that had started its journey a couple of years back did not expect the competition to be so fierce whilst internally working on efforts to continuously improve their processes and level of automation.


“We faced a lot of competition. We face it today as well! However, our core value has always been to make out services tailored to our customer’s needs while ensuring that our employee experience is not hampered. To be very specific, our previous task management software was good but we needed a tool that could automate our processes, digitalize our day to day work and importantly help our team members focus on value added activities whilst the system focused on the more mundane work. We have certainly seen progress in the way we operate and manage our customers since we took a step forward with this field service management application.”

- Manager, of a Company involved in Field Services.


Solution To Data Configuration


The aforementioned company had a few areas of improvement that needed to be taken care of. With the help of a mobile optimization software, this company has streamlined its workflow. Below are some of the solutions identified:


  1. Visibility on Case Management: In order to continually update the live status of the tickets, the officer in charge will be able to create and close cases. Furthermore, they will be able to edit it and assign technicians to follow up on the tasks. The technicians will then be able to update the ongoing case, comment on it, upload images and videos, and complete e-forms upon completing a task. Moreover, the admin will be able to manage, define, and customize the entire system.

  2. Increasing SLA achievement: There are instances when the customers get an expected time of delivery. Sometimes, the estimated time is not met which winds up causing problems for the customer and ultimately creates a negative impression towards the service provider. With alerts ahead of a potential breach, field reps are able to take precautionary measures, and when needed supervisors could potentially reassign an alternative rep to avoid or minimize a breach.

  3. Inefficient resource update: Human resources are a big part of running your business. What is more important is how you leverage your team. With visibility of your team’s utilization during task assignment, you will be able to avoid overburdening certain team members and ensuring others carry their weight as well.


Ready To Explore?


The manager further stated:


“A lot of companies face similar problems such as us and even if it may seem frustrating, I am now sure that there is a solution for it. More companies should definitely explore the latest software for their field service management to get a better idea of what works for them. For us, this was the complete solution.”

Task and case management will no longer be a bottleneck that has to halt your operations. The focused solutions that were illustrated may only reflect some of the challenges you face in your day-to-day operations however, field service optimization softwares such as Custella will be able to streamline your processes whether from paper to digitalized or from manual to automated. Whilst we always talk about the customers, a system like Custella will certainly provide a better experience to your internal teams as well.



Need a field service management application like Custella? If you’re in Malaysia, Indonesia, or the ASEAN region, drop us an email to schedule your demo: ask@custella.com.

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